Client Service

Never surprise clients – get to know them, act consistently and keep them informed on both the good and bad news.

Communicating and understanding the client is important to both winning and successfully implementing a project. Our first priority is to establish a clear, structured and open line of communication enabling us to better understand the client and adjust as needed. The end goal is to provide service at the quality, productivity and cost-control of an outside supplier, while retaining the business coherence, transparency and integrity of in-house resources.

In any project, the client is the most important team member.  Thus, we aim to develop mutual trust and promote ‘joint-ownership’ of the project success by understanding the client’s:

Objectives/Needs/Wants/Priorities

What are the client’s objectives, needs, wants, and priorities?
Should we change our strategy to better support the client?
Should we do additional research and analysis to better understand the business and technical requirements?
What are the client’s technical preferences and biases?
Are there any past problems that must now be avoided?

Organization Structure

Who are the key decision makers?
Who are the technical decision makers?
Who are the counterparts to key members of our project?
Who is the real end user?

Supplier Practices

What is the client’s past experience with external suppliers?
What are the client’s likes and dislikes?
What is the client’s paperwork flow, operational and contractual procedures?